Servicedesk Coordinator

For this position, we are looking for a proactive and analytically strong professional who takes responsibility and stands firmly in his or her role.

You possess:

• At least 3 years of relevant experience as a Servicedesk Coordinator, Incident Coordinator, or in a similar role;
• HBO (Higher Professional Education) level of working and thinking;
• Familiarity with Servicedesk activities, processes, and the KPN organization
• Knowledge of and experience with ITIL processes;
• Experience with ServiceNow;
• Experience with incident and escalation management, preferably with Major Incidents;
• Experience with analyzing operational bottlenecks and realizing process improvements;
• Strong analytical and organizational skills;
• Good communication skills and persuasiveness;
• A customer- and result-oriented attitude;
• The ability to connect different stakeholders and adjust where necessary;
• A proactive attitude and the ability to take responsibility independently;
• Good coaching skills;

• Excellent command of the Dutch and English languages, both spoken and written.

For the Holland Casino account, we are looking for an experienced Servicedesk Coordinator for the Servicedesk team. In this role, you are responsible for monitoring the quality and continuity of the services provided to Holland Casino.

You will work closely with the Servicedesk, resolution groups, Service Level Management, the Major Incident Manager, and the Problem Manager. From your coordinating role, you connect various involved parties and ensure that incidents, escalations, and improvement actions are handled adequately.

As a Servicedesk Coordinator, you monitor and manage the quality of service delivery on a daily basis. You monitor activities, keep an eye on SLAs and KPIs throughout the entire chain, and determine where the priorities within the service delivery lie.

You take charge during incidents and operational challenges. You act as an escalation point for tickets and employees and coordinate and monitor Major Incidents according to the ITIL process, particularly regarding P1 incidents. You ensure that the right parties are involved, that actions are followed up on, and that communication towards the client and internal stakeholders runs clearly.

Additionally, you focus actively on improving service delivery. You identify trends, bottlenecks, and recurring problems in the operation and translate these into concrete improvement proposals. You guide the implementation of operational improvements, monitor progress, and evaluate the results.

Your duties include, among others:

• Monitoring and managing client SLAs and KPIs throughout the entire chain;
• Coordinating and monitoring Major Incidents according to the ITIL process;
• Acting as an escalation point for tickets and operational issues;
• Aligning with coordinators of resolution groups, the client, Service Level Management, Major Incident Management, and Problem Management;
• Identifying and analyzing trends, bottlenecks, and opportunities for improvement;
• Initiating, guiding, monitoring, and evaluating operational improvements;
• Monitoring the quality of ticket registration and adjusting where necessary;
• Monitoring and advising on workload and priorities;
• Coaching employees on process flow and quality;
• Preparing, chairing, and providing follow-up for chain meetings;
• Reporting on progress, quality, incidents, and improvement actions.

Apply until: 15 October 16:00
Start date: 1 October
Duration of the assignment: until 31 December 2026
Hours per week: max 40
Rate: maximum €61.50 incl. travel expenses excl. VAT

Want to know more? Contact our recruiter Antoine van der Maas via 06 – 30167124 or antoine.vandermaas@kpn.com.